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In this guide: Incidents SLA Services SLA Incident Management Service Level Agreements Tickets will be assigned a service level agreement based on potential impact and urgency to the organization. Some examples have been provided. As ticket templates are created, these priorities can be assigned automatically but should be reviewed before the ticket is assigned to see if there are any variables that would affect this classification, such as impact to the business. The ITS Support Center operates on four different SLA’s for incidents: *This example list is not exhaustive but is currently in place for demonstration purposes. Priority Examples SLA - Response SLA to Resolve 1 - Urgent Network Outage Authentication server outage SIS (Colleague) outage Login issues 30 minutes 6 business hours 2- High Classroom Technology No wired internet but has access to WiFi No phone access VPN connectivity WiFi connectivity Shared network storage access issues 2 business hours 2 business days 3 - Medium Printer connectivity Outlook errors 1 business day 5 business days 4 - Low General configuration issue Minor performance issue 1 business day 9 business days Prioritization Priority Metric = Impact x Urgency Factors that will affect priority include: Ability to do business/business criticality  Type of requester  Classroom issue  Number of users affected  Urgency – how long can they go without the service?   Tolerance for downtime – Is there a workaround?  The definition of Impact is as follows: The impact of an incident ticket is a function of a number of criteria, which can be summed up as the effect of the incident. Assess the impact of an incident according to each of the criteria and make a judgment on which criteria is most important in a given case. The definition of Urgency is as follows: The urgency of an incident ticket is a function of a number of criteria, which can be summed up as how soon the incident must be resolved. Assess the urgency of an incident according to each of the criteria and make a judgment on which criteria is most important in a given case. ITS Services - Service Level Agreements ITS Purchase Request - 3 business day response, requisition issued within 2 business days once all information is collected. Computer Administrative Rights Request - 5 business days Special Event/Meeting Setup - Requires 2 weeks notice Colleague Account Request - 5 business days (Requesters' VP has to approve which can cause delays.) VPN Access Request - 5 business days Equipment Checkout - Same day ITS Project Request - Review and follow-up within 14 business days Office 365 Group Request - 5 business days Office 365 Video Channel Request - 5 business days Shared Email Resource - 5 business days Network Storage Drive Request - 5 business days Informer Account Request - 5 business days Techlink Portal Site Request - 5 business days Website Change Request - Urgent = 1 business day, Non-urgent = 5 business days

This error is received the first time a student attempts to access Navigate. This initializes the system to sync the student's account; the issue is usually resolved over night. If you have received this error, try again the next day. If you still receive the following error after the one day wait period, please submit a ticket at ITS.Forsythtech.edu In the meantime, here are alternative methods to register for classes: MyForsythTech - Register for Classes Student Success Center (advisement): 336-734-7156